Systems Support Analyst Ii

1 week ago

Vancouver, Canada BentallGreenOak Full time

**Systems Support Analyst II**

**Vancouver, BC**

**_
- BentallGreenOak promotes a corporate culture that attracts and retains the highest caliber people. We encourage opportunities for growth, development, and promotion by providing our employees with the resources to work effectively and continually strive to perform better. We are committed to a safe and sustainable work environment._

**_
The opportunity: _**BentallGreenOak is looking to hire an experienced Systems Support Analyst. In this role, you will be a part of the firm's core technology team providing consistent and efficient support to the firm’s users. You will also assist BGO’s infrastructure and cyber security teams with related project work and deliverables.

This is a team role, in which you will work with other support staff to provide a stellar support experience for the organization's global user base. In this role, you will be a member of the BEI (Business Enablement and Innovation group) reporting to the Manager of IT Support and Operations.

**_
What you will do:_**
- Applies customer service methodologies and technical knowledge to assist clients with system and technology issues
- Listens and seeks to fully understand client requests to exceed expectations of service
- Ensures response times are quick and effective to appropriately resolve requests
- Tracks and documents all reported issues and requests in a ticketing system
- Makes changes or additions to the core technology knowledge base
- Communicates status updates to appropriate stakeholders
- Follows up with clients when the issue has been resolved and documents the steps taken in the ticketing system
- Identifies and recommends solutions to improve IT functions or processes
- Identifies root causes of problems and manages to resolution
- Strive to adhere to defined support SLAs and work to improve through process, training, and documentation
- Assist with project work as assigned by other departments such as information security and infrastructure
- Support local office operations as needed or required by the business. This may include travel with hands-on troubleshooting
- Be willing to work remotely; have broadband internet access and a quiet and professional environment appropriate for receiving voice and video calls
- When required, work on weekends/after-hours and participate in an on-call rotation
- Be willing to accept new responsibilities as assigned for the benefit of the business

**_
Who You Are:_**
- Demonstrated Ability to solve difficult technical and support issues with diplomacy
- Forward thinking and adaptable to dynamic situations
- Excellent written and verbal communication skills, including the ability to effectively communicate with technical and non-technical audiences
- Ability to interact with diverse functional groups, including technical staff, senior management and third parties
- OKTA, O365, MDM, MFA, ITSM, Cisco/Meraki experience desired
- Moderate to advanced experience in Windows Active Directory (User Management/Administration/Group Policy)
- Windows, Mac, and iOS system support experience
- Strong proficiency with Microsoft Office suite
- Ability to multi-task and manage priorities effectively in a fast-paced environment
- Exceptional attention to detail and proactive
- Ability to work independently
- Ability to provide mentoring and instruction to lower skilled Analysts
- Ability to be an escalation point for junior Analysts

**Education**
- Degree in Computer Science or related field, or equivalent industry experience
- 5+ years of past system support experience
- Industry certifications desired (CompTIA, Microsoft, Cisco, VMware, etc.)

**Language Skills**
- Ability to communicate verbally and written in a clear and straightforward manner. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

**Physical Demands**
- The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- While performing the duties of this job, the employee is regularly required to sit and use their hands. The employee may occasionally be required to stand, walk, kneel, and carry equipment weighing up to 30lbs. Specific vision abilities required by this job include close vision.

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